Where is Fin headquartered?

Fin is headquartered in San Francisco, California, United States. The company has a team of 1400 people.

When was Fin founded?

Fin was founded in 2011. It is based in San Francisco, California, United States.

Who is the CEO of Fin?

Eoghan McCabe is the CEO of Fin. The company was founded in 2011.

Where is Fin located?

Fin is headquartered in San Francisco, California, United States.

What funding stage is Fin at?

Fin is currently at the Growth Stage stage.

How many employees does Fin have?

Fin has approximately 1400 employees.

Fin

Category: AI Agents

Fin (formerly Intercom) is an AI-driven customer service and messaging platform that provides AI agents for customer support, sales, and ecommerce. Fin was founded in 2011. The company is led by Eoghan McCabe. Based in San Francisco, California, United States. Team size: 1400. Total funding raised: $490M. Latest round: Debt. Key investors include Hercules Capital; Kleiner Perkins; Index Ventures; Bessemer Venture Partners; Social Capital; ICONIQ Capital; Google Ventures; Biz Stone (angel); David Sacks (angel); 500 Global.

Founded: 2011
Headquarters: San Francisco, California, United States
Team size: 1400
Total funding: $490M

Value proposition

Fin delivers the highest-performing AI agent for customer service, purpose-built with proprietary AI architecture (Fin AI Engine™ and Fin Apex 1.0 model) to resolve complex customer queries across all channels with industry-leading resolution rates.

Products and solutions

Fin AI Agent (customer service automation); Fin for Sales (inbound sales handling); Fin for Ecommerce (shopping journey); Fin Operator (AI agent that manages other AI agents for customer operations); Fin Voice (AI phone support); Copilot (human-AI collaboration); Fin AI Engine™ (proprietary AI architecture); Fin Apex 1.0 (purpose-built customer service LLM); Intercom helpdesk platform

Unique value

#1 in bake-offs and benchmarks for complex customer service queries; proprietary Fin AI Engine™ with patented retrieval, reranking, and validation architecture; Fin Apex 1.0 model outperforms GPT-5.4 and Claude Sonnet 4.6 on customer service tasks; outcome-based pricing ($0.99 per resolution); 71% average resolution rate; works with any helpdesk

Target customer

Mid-market to enterprise companies across industries needing AI-powered customer service automation, including tech, fintech, retail, gaming, healthcare, and professional services.

Industries served

Financial Services, Retail & Ecommerce, Gaming, Software & Technology, Healthcare, Professional Services

Technology advantage

Proprietary Fin AI Engine™ with 6-stage architecture (refine, retrieve, rerank, generate, validate, optimize); custom fin-cx-retrieval and fin-cx-reranker models; Fin Apex 1.0 purpose-built LLM for customer service; AI Group of 60+ ML scientists and engineers; patented AI architecture; continuous improvement loop (Fin Flywheel) for training, testing, deploying, and analyzing

How they differentiate

Fin is the only AI customer service platform with a purpose-built, proprietary LLM (Fin Apex 1.0) specifically optimized for customer service, rather than adapting general-purpose models. It has the deepest integration with its own helpdesk platform (Intercom) while also working with any helpdesk. Outcome-based pricing ($0.99 per resolution) aligns with customer value. 15 years of customer communication data and domain expertise. 60+ person dedicated AI research team.

Main competitors

Zendesk AI; Ada; Decagon; Sierra; Kore.ai; Cognigy; Zowie

Key partnerships

AWS (cloud infrastructure and Amazon Bedrock); Anthropic (model partnership, Fin 2 built on Claude, Anthropic is also a customer); OpenAI (GPT-4 used in initial Fin launch); Hercules Capital ($250M venture debt); Stripe (payment processing); Shopify (ecommerce integration)

Notable customers

Anthropic; Lightspeed; Vanta; Glean; Toast; WHOOP; Miro; Amplitude; LaunchDarkly; Canva; Checkout.com; Pfizer; Personio; Rocket Money; Mercury; Culture Amp; Kajabi; PandaDoc; Shutterstock; Monday.com; Chess.com; Synthesia; Gamma; Attio; [solidcore]

Major milestones

2011: Founded as Intercom in San Francisco; 2018: $125M Series D at $1.3B valuation (unicorn); 2022: Eoghan McCabe returns as CEO, commits $100M+ to AI; 2023: Fin AI Agent launches; 2024: $94M AI R&D investment, Fin 2 launches with Anthropic Claude; 2025: Berlin R&D hub opens, AI group grows to 60 researchers; 2026: $250M venture debt from Hercules Capital, Fin Apex 1.0 model released, company rebrands from Intercom to Fin, Fin Operator launched, surpasses $400M ARR

Growth metrics

$400M+ ARR (company-wide, as of 2026); Fin AI Agent approaching $100M ARR; 30,000+ customers; resolves 2M+ conversations weekly; doubling growth year-over-year; 71% average resolution rate; 1,400+ employees across 6 global offices

Market positioning

Market leader in AI-powered customer service, positioned as the #1 AI Agent for complex queries. Claims #1 in bake-offs and benchmarks. Over 30,000 customers, $400M+ ARR, with Fin AI Agent approaching $100M ARR. Recently rebranded from Intercom to signal full AI commitment.

Geographic focus

Global, with offices in San Francisco (HQ), Dublin, London, Chicago, Sydney, and Berlin. Strong presence in North America and Europe.

Patents and IP

Patented Fin AI Engine™ architecture with multi-stage retrieval, reranking, generation, and validation pipeline. Proprietary fin-cx-retrieval and fin-cx-reranker models. Fin Apex 1.0 is a custom-built LLM for customer service.

About Eoghan McCabe

Co-founder of Contrast (software design consultancy); built Exceptional (bug tracking tool, sold to Rackspace in 2011). Founded Intercom (now Fin) in 2011. Served as CEO until 2020, Chairman 2020-2022, returned as CEO in October 2022.

Official website: https://fin.ai